Senior Customer Service Representative

Senior Customer Service Representative

Under limited supervision, the Senior Customer Service Representative responds to customer inquiries by preparing quotes on repairs for industrial parts and equipment. Also place customer orders to ensure customer expectations are accurately determined and met. This role has in-depth knowledge of the company's products and services. The Senior Customer Service Representative develops and broadens relationships with customers to fully understand needs and wants. This role provides guidance and advice to less experienced Customer Service Representatives.

Job Duties

• Responds to complex customer inquiries regarding products and quotes for customers.
• Influences Motion gross profit through negotiating the sale price and purchase price, within certain parameters.
• Monitor service requests and assign technicians to appropriate jobs.
• Communicate with customers to schedule appointments and provide updates on service status.
• Maintain accurate records of service requests, work orders, and customer interactions.
• Builds customer relationships to drive repeat business by relating to the customer and drive process improvements.
• Expedites backorders. May pull inventory and prepare order for shipment to customer.
• Responsible for sourcing products in branch inventory, distribution center inventory or supplier inventory.
• Determines the most cost effective shipping method for customer orders.
• May handle customer returns.
• May be assigned to one customer.
• Provides coaching, guidance, and direction to less experienced Customer Service Representatives.
• Assists less experienced Customer Service Representatives with addressing customer needs, including locating items and resolving problems.
• May be responsible for quality and / or safety in the branch.
• Work directly with the Service Technicians in the shop to determine corrective repair actions.
• Performs other duties as assigned.

Typically requires a high school diploma or GED and five (5) or more years of related experience or an equivalent combination. Mechanical and / or Industrial parts experience preferred.

Knowledge, Skills, Abilities

Excellent driving record preferred. All company vehicles are subject to continuous video monitoring.

Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.